Case Studies

How leading brands fix problems faster

Don’t just take our word for it. Explore how our customers use EdgeTier to pinpoint hidden issues, coach agents with 100% visibility, and turn customer conversations into decisive action.

Electric Ireland

From Reaction to Resolution: How Electric Ireland used EdgeTier to boost customer CSAT scores by 21%

37% reduction in email volumes 21% improvement in CSAT scores 19% improvement in FCR Electric Ireland, Ireland’s largest...

Quentin Bottner

How TUI cut payment contacts by 40% and turned weeks of analysis into minutes

Who we spoke with: Quentin Bottner (Head of Continuous Improvement) and Jack Orbell (Continuous Improvement Consultant) Company: TUI...

Robert Davies

How PowerPlay used EdgeTier to catch critical issues and protect 50% of daily revenue during a platform migration

Who we spoke with: Robert Davies, Consultant at Powerplay and Ivan Ivanov, Customer Service Manager at PowerPlay Industry:...

Giovane Nicolau - Kaizen

How Kaizen leverages real-time insights to proactively manage CX and responsible gaming

Maintaining visibility into customer conversations as interaction volumes rapidly grow, helping teams manage what humans alone can’t control.

Nick Brazitis

Driving a cultural shift at Abercrombie & Fitch Co.

Driving a cultural shift by allowing customer support to be at the heart of data-driven decision-making.

EdgeTier x Novibet Testimonial - Customer success story

How Novibet use EdgeTier as their real-time voice of the customer

EdgeTier insights delivered savings equivalent to 6 full-time employees, empowering Novibet to lead in the competitive online gaming...

Vladimir Greavu

How Berlin Brands Group used AI-powered conversation intelligence to conquer return rates & raise NPS (+70)

From Reactive to Proactive: Leveraging the voice of the customer to become the company’s insights engine.

james_waghorn

Embracing AI to scale CarTrawler’s contact centre

Using AI-enabled agent assist to reduce chat handling time by 25%.

Codere

Tracking Codere’s agent comments and highlighting issues in real time

Increasing data visibility to proactively handle customer issues for top-notch support.

Trusted by leading brands
to deliver measurable CX impact

EdgeTier has improved data visibility and has ultimately helped us understand our business better
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12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%
We are now able to proactively identify the main complaints that the customers are having about our product.
We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
EdgeTier’s platform has allowed us to deliver better customer experience!
We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool.
EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
Novibet has saved close to six full-time employees during the last six months from efficiencies.
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Fix customer experience faster.

Pinpoint customers' biggest problems sooner and take decisive action to solve them.

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